Managing Claims for Marketplace Returns
As an ecommerce seller, returns are a reality. However, some returns bring unexpected losses, such as items returned in a damaged condition, missing from the package, or entirely different from what was shipped. These situations directly impact your bottom line and profitability.
To protect sellers, most marketplaces, such as Amazon, Flipkart, and Myntra, have standard policies that allow you to file claims and receive reimbursements for such losses.
While these policies exist, it becomes your responsibility to initiate and file claims with the respective marketplaces. However, if you have opted for Eshopbox as the seller for any marketplace, Eshopbox takes complete responsibility for filing error-free claims, ensuring adherence to the timelines and SOPs followed by each marketplace.
Under this setup, Eshopbox acts as the seller on marketplaces like Myntra, AJIO, Flipkart, and Nykaa. Whenever a return is marked as Lost or Damaged at an Eshopbox fulfilment centre, Eshopbox raises a claim on your behalf. Currently, Eshopbox offers claim-filing services for:
Flipkart
Myntra
AJIO
Nykaa
TataCliq
Learn more here about the Eshopbox Claim filing service policy.
Benefits of Eshopbox claim filing service
No seller intervention needed: Eshopbox manages the entire process, from incident detection and evidence collection to claim submission, providing complete visibility to you.
Claim filing within SLA: Claims are submitted within marketplace-defined TATs (Turnaround Times), ensuring compliance and increasing the likelihood of successful reimbursements.
Error-free submissions: Claims include all necessary evidence, return/unpacking videos, packaging images, product condition photos, and more, aligned with incident types and marketplace SOPS.
Full reimbursement pass-through: Once a claim is approved, 100% of the reimbursed amount is passed on to you. Eshopbox applies no deductions or commissions.
Real-time visibility: Track the status, type, amount, and timeline of all claims directly from the Claims Dashboard in your Eshopbox workspace.
Appeals support: For platforms that support escalation (e.g., Flipkart and Amazon), Eshopbox raises a one-time appeal if the initial claim is rejected without valid reasoning.
How does the claim-filing process work?
Eshopbox identifies the returns marked as damaged, lost in transit, or lost in processing at your fulfilment location or an Eshopbox fulfilment centre as cases that require claim filing.
For returns delivered to an Eshopbox fulfilment centre, Eshopbox captures the video and images required for claim filing according to the platform's SOPs. Learn here about the evidence captured by Eshopbox.
If Eshopbox is the seller on any marketplace, the claims will be filed on your behalf on the respective marketplace's seller portal, providing the necessary evidence, within their defined timelines.
Once the marketplace accepts the claim, the status is updated as Accepted on the workspace.
The reimbursement amount is directly processed to Eshopbox's account. Some marketplaces share the reimbursement amount immediately upon accepting the claim, while others share it at set intervals.
The received reimbursement is added to your settlement balance during the regular payout cycle, with no deductions from Eshopbox.
If the claim is rejected by the marketplace, Eshopbox updates the status as Rejected along with the rejection reason as Eshopbox controllable or Eshopbox non-controllable.
Controllable factors fall within Eshopbox's responsibility, for example, errors in claim-filing procedures or submitting incorrect or insufficient evidence. In contrast, the non-controllable factors are reasons for rejection that come from the marketplace’s end and are beyond Eshopbox's control.
At Eshopbox, we file claims promptly and meticulously submit all necessary evidence to support your case. However, it's important to note that the acceptance of the raised claim and the amount reimbursed are at the sole discretion of the marketplace.
Viewing claims summary
On the Claims page, you can view the status-wise summary of the claims raised during a defined time period (last 30 days by default).
Understanding the claims journey
Draft
A claim is created in Draft status when an item is marked as Lost or Damaged after Return QC at an Eshopbox fulfilment centre. Eshopbox uploads the relevant proofs as per the marketplace SOP and moves it to the New status.
The timeline for moving a claim from Draft to New status is 48-72 hours from the date of return processing. If any claim has breached this timeline, it will be marked as delayed.
New
A claim in new status indicates that the relevant proofs have been added, and the claim is ready for review before filing on the marketplace.
A claim can remain in New status until the claim filing days set for that marketplace are breached.
Raised
This indicates that the claim has been formally submitted on the marketplace seller portal. This status allows tracking reimbursement timelines.
A claim can remain in Raised status for 21 days. This is the time taken by the marketplace to conclude on a raised claim and mark it as accepted or rejected.
Accepted
This status shows that the marketplace has accepted the claim. Since Eshopbox acts as the seller, the reimbursement is processed directly to Eshopbox's account.
Reimbursed
The reimbursement amount varies by marketplace and is determined at the platform's discretion. The received reimbursement is added to your settlement balance during the regular payout cycle, with no deductions from Eshopbox. Learn here how the marketplace calculates the reimbursement amount.
Some marketplaces share the reimbursement amount immediately upon accepting the claim, while others share it at set intervals. For example, Myntra shares reimbursement amounts quarterly, so claims accepted by Myntra will not display a reimbursement amount immediately.
You can view the final reimbursement amount on the Payments dashboard. Learn here how to track marketplace settlements.
Rejected
Marketplaces can reject claims for various reasons, which Eshopbox classifies as either controllable or non-controllable.
Controllable factors fall within Eshopbox's responsibility. Non-controllable factors are reasons for rejection that come from the marketplace’s end and are beyond Eshopbox's control. Learn here about the marketplace rejection reasons.
You can view and analyse the rejection reason (controllable or non-controllable) by exporting it. Learn here how to export claim reports.
Reopened
When a claim is rejected due to an Eshopbox-controllable reason, Eshopbox submits a one-time appeal, and the claim status is updated to reopened.
Note: Eshopbox can only appeal on your behalf once. If the platform rejects this appeal, we recommend contacting your designated platform representative directly for further resolution.
Dropped:
The product eventually reached the warehouse (so the claim is invalidated).
Claim auto-closes or is dropped if the marketplace does not respond within its internal SLA.
Marketplace systems identify duplicate or already settled claims, and hence drop them.
Some platforms use “Dropped” when the issue is deemed non-compensable (no financial impact).
Resolved:
Item reconciled later (received at warehouse, return processed, or corrected in system).
No refund was deducted from the seller (hence no reimbursement required).
Marketplace considers operational closure sufficient without monetary payout.
Status is often used interchangeably with “Auto-closed” when no loss was identified.
Searching and filtering claims
Eshopbox provides advanced filters to help you quickly locate and review specific claims. You can search a claim using the following filters:
Date range
Raise claim by date: This shows the claims that must be filed before the selected date range.
Note: This depends on the claim-filing date set for the marketplace while configuring the claim settings. Learn here how to configure the claim filing date.
Claim status as All, Draft, New, Raised, Accepted, Rejected, Reopened, Reimbursed, Resolved and Dropped.
Current Status as Lost or Damaged.
Sales Channel
Rejection reason for the return item
Issue type
Return type as Customer initiated, Courier initiated or Unknown return.
Exporting Claim Reports
You can export the claims data for records and analysis of claim trends from your Eshopbox workspace. To do so, you need to follow the below-given steps:
Step 1: Navigate to the top right corner of the Claims page.
Step 2: Click on Export > Claims Export template.
Step 3: Select whether you want to export all claims or only claims that match the applied filter.
Step 4: Select the field that you want to export. By default, all the fields will be auto-selected.
Step 5: Once done, click on Export CSV.
Step 6: Navigate to Files > Export to download the CSV file.
FAQs
Q1. Do I need to upload evidence or intervene in the claim process?
No, Eshopbox handles end-to-end evidence collection and the claim-filing process.
Q2. What happens if a marketplace policy change affects claim processing?
Any marketplace policy changes that may impact the claim process will be communicated to you proactively, along with relevant SOP updates.
Q3. What happens if Eshopbox misses filing a claim within the required timeline?
If a claim is rejected due to a delayed submission or an error on Eshopbox's part, you will receive compensation through an SLA credit. Our service level agreement targets a 90% on-time claim filing rate. Learn here about the exclusions and remedies for missed claims.
Q4. How is the reimbursement amount calculated?
Each platform has its reimbursement policies and procedures that determine the specific amount to be reimbursed for a claim. E-commerce platforms evaluate the fair market value for each item according to their policies and guidelines. This assessment considers various factors, including the item's category, historical selling prices, invoice value, issue type, and other relevant considerations.
It's important to note that the reimbursement amount is not equal to the selling price of the item. You can view the current marketplace policies here:
Q5. How can I track if the reimbursement has been properly credited to my account by Eshopbox?
You can track received reimbursements by navigating to the Payments dashboard. Learn here how to track marketplace settlements.
You can also view the reimbursement amount in the 'View report' section of an accepted claim once the reimbursement has been received from the marketplace.
Q6. Why is the reimbursement amount not updated for an accepted claim?
Reimbursement updates vary by marketplace. While some marketplaces provide the reimbursement amount as soon as they accept a claim, others follow a scheduled timeline.
For example, Myntra releases reimbursement amounts quarterly, which means accepted Myntra claims won't display a reimbursement amount right away.
- Marketplace accepts the claim but does not process a financial reimbursement immediately. For example:
- The refund amount was not deducted from the customer due to payment flow logic.
- Marketplace accounts it under operational resolution instead of a financial claim.
- The product was received at the warehouse at a later stage (marketplace accepts operationally, but since the item was reconciled, no financial reimbursement is released).
Reimbursement processing is pending (timing issue, appears “Accepted” until credited).
In certain cases, “Accepted” status is only an acknowledgement, not a guarantee of payout (mostly in low-selling-price cases).
Q7. Will claims under the Dropped status affect my claim filing rate calculation?
No, dropped claims do not affect your claim filing rate.
Q8. Does Eshopbox file claims for Quarantined returns?
No, Eshopbox does not file claims for returns marked as Quarantined. A return is marked as quarantined due to:
Minor defects: For minor issues, the marketplace reimbursement amount is significantly lower than the cost of filing a claim.
An incorrect item being dispatched from our fulfilment centre: For order processing or cataloging errors that result in item mismatches, marketplaces do not accept claims. These instances are covered under the Eshopbox fulfilment SLA.
Q9. Does Eshopbox guarantee a specific claim acceptance rate?
No, while Eshopbox guarantees an on-time claim-filing rate of 85%, we cannot guarantee a specific acceptance rate, as the final decision to accept or reject claims lies solely with the marketplace. Learn here about the Eshopbox claim filing policy.
Q10. What are the Eshopbox controllable and non-controllable reasons for claim rejection?
Controllable factors are reasons for rejection that are under Eshopbox's control, for example, errors in claim-filing procedures or submitting incorrect or insufficient evidence.
Flipkart
You have exceeded the acceptable limit of filing SPF claims.
After Multiple Levels Of Validation And Detailed Investigation Done At The Customer’s Doorstep As Well As In Our Product’s Return Journey, No Issues Were Found.
Rejected by giving us Wishmaster's device comment of "No Issues found".
The Concerned Shipment Was Identified As A Courier Return, Hence, It Did Not Reach The Customer, And After A Detailed Investigation Done In The Product’s Return Journey, No Replacement Of The Product Was Found.
Inconclusive due to no response by the marketplace.
The refund is not Yet deducted by marketplace.
Amazon
Seller is not due any reimbursement because the seller was not charged for this order.
The shipment or package was delivered to you in tamper-evident packaging and was validated by you at the time of the delivery.
You have exceeded the acceptable limit of filing SAFE-T claims.
Inconclusive due to no response by the marketplace.
The refund is not Yet deducted by marketplace.
Ajio
The terms and conditions does not include claim reimbursement
Inconclusive due to no response by the marketplace.
The refund is not Yet deducted by marketplace.
Q 11. Why can't Eshopbox guarantee 100% claim acceptance?
Eshopbox works to maximise claim acceptance, but some factors are beyond our control. Claims may be rejected due to:
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Documentation gaps, Including Missing CCTV, unreadable labels, incomplete product images, uncaptured POD, or system outages.
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Strict timelines: Marketplaces enforce short filing windows (e.g., 48–72 hrs, 50-day SAFE-T). Delays due to high volumes, downtimes, or post-refund restrictions can cause rejections.
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Marketplace policies: Platforms have rigid rules (e.g., no claims for cosmetic damage, category exclusions, serial number requirements, or capped claim limits).
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Product condition: Minor scratches, working items, missing accessories, or unmapped returns often don’t qualify.
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Operational errors: Order mapping mistakes, QC misses, incorrect documentation, or integration issues may affect eligibility.
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Courier limitations: Missing “tampered” tags, reused AWBs, or undetected internal damages during transit checks often invalidate claims.
While 100% acceptance isn’t feasible due to these external factors, Eshopbox ensures strict SOPs, automation, and evidence collection to maximise claim success.